Policy & Terms

1. About this Policy

This Privacy Policy explains how MWS Care Services Inc. ("MWS," "we," "us" or "our") collects, uses, discloses, retains and safeguards personal information in connection with our websites, MWS Connect applications and portals, pharmacy delivery and courier services, customer support, delivery text message notifications, driver and contractor operations, and related services (collectively, the "Services"). This policy applies to patients and delivery recipients, pharmacy and healthcare partners, website visitors, MWS Connect users, business contacts, prospective customers, drivers, contractors and job applicants. Employee information may also be governed by internal policies and applicable employment law. MWS may act as an organization responsible for personal information, as a service provider or processor acting for a pharmacy or healthcare partner, or as an agent or electronic service provider under applicable health-privacy law. The role depends on the service and contractual relationship.

2. Laws and Standards

MWS handles personal information in accordance with laws that apply to the relevant activity and location, including PIPEDA, Ontario’s PHIPA, and other Canadian privacy, anti-spam and health-sector requirements. For text messaging, MWS also follows wireless carrier and industry messaging standards, including CTIA guidelines. For U.S. operations, applicable requirements may include HIPAA and related business associate obligations, as well as state consumer privacy and consumer health-data laws. MWS will honor rights required by applicable law and may voluntarily provide comparable controls where reasonably feasible.

3. Information We Collect

Delivery recipient and patient information: identity and contact details, delivery and order information, health-related information necessary to perform an authorized service, proof-of-delivery information (timestamps, signatures, photographs, exception notes), location information used for dispatch and live tracking, and text-messaging information (mobile number, opt-in status, date/time consent was recorded, messages sent, and HELP/STOP/START replies). Website and MWS Connect information: account details, sign-in information from providers such as Google Sign-In, device and log data, cookies, and messages or feedback submitted through the Services. Pharmacy, business, driver and workforce information: business contact and billing records, and driver, contractor, applicant and workforce records. MWS does not currently collect payment-card information; if introduced, a specialized payment provider would process it.

4. How We Collect Information

We may collect information directly from individuals; from pharmacies, healthcare providers, corporate clients and their authorized systems; from drivers and contractors; automatically through websites, applications, cookies, GPS-enabled devices and security logs; and from service providers, verification sources, and public sources where lawful. Delivery recipients who agree to receive delivery text messages give that consent verbally to their pharmacy when the delivery is booked, using the MWS consent script.

5. Why We Use Information

To create and administer accounts; schedule, dispatch, route, track and verify deliveries; send status updates, including by text message where opted in; confirm identity, maintain chain of custody and support cold-chain and controlled-substance handling; support partners and resolve disputes; operate and secure MWS Connect; train and manage drivers and workforce; invoice clients and maintain records; meet legal, regulatory and safety obligations; and send marketing communications where permitted, with the ability to unsubscribe at any time. MWS does not send marketing or promotional text messages to delivery recipients.

6. Consent and Other Lawful Authority

MWS obtains consent where required and relies on other lawful authority where permitted. Because health and precise location information can be sensitive, MWS uses express consent or another clearly applicable legal authority when required. Consent may be withdrawn, subject to legal or contractual restrictions and reasonable notice. Consent to receive delivery text messages is separate from, and never a condition of, receiving a delivery, and can be withdrawn any time by replying STOP.

7. How We Share Information

MWS does not sell personal information or consumer health data. We may disclose information only as reasonably necessary to the pharmacy or organization that authorized the service, the delivery recipient or authorized representative, drivers and workforce members performing an assigned function, service providers operating under contractual confidentiality restrictions, and insurers, regulators, courts or law enforcement where required or permitted by law. Text-messaging opt-in data and consent are excluded from all sharing and are never shared with third parties. MWS does not permit third parties to use patient or delivery information for their own advertising.

8. Health Information and Pharmacy Deliveries

MWS limits access to personal health information to what is reasonably necessary for the authorized service. Drivers and personnel follow confidentiality, identity-verification, secure-handling, chain-of-custody and incident-reporting requirements, and delivery photographs should avoid capturing people, medication labels or household interiors unless necessary. In Ontario, where MWS acts for a health information custodian, MWS complies with the custodian’s lawful instructions and applicable PHIPA duties. In the U.S., MWS Connect or related services may make MWS a HIPAA business associate, in which case a business associate agreement governs permitted uses and safeguards.

9. Location, Tracking and Delivery Evidence

Location information is used for dispatch, route optimization, arrival times, safety, service verification and operational reporting. Driver location is collected only while on duty or performing an active work function. Signatures, photographs and timestamps are collected to verify delivery and resolve disputes. MWS will not use facial recognition or biometric identification unless separately disclosed and lawfully authorized.

10. Text Message (SMS) Communications

MWS sends automated, transactional text messages about pharmacy deliveries (the "MWS Delivery Updates" program) only to recipients who have opted in verbally through their pharmacy, using a standard consent script. Messages cover scheduling, driver en route/arriving, delivery completion, and attempted or rescheduled deliveries — no marketing messages and no medication or prescription details. Message frequency is typically 2–4 per delivery; message and data rates may apply. Reply STOP to opt out or HELP for help at any time. Full program terms are in the SMS Messaging Terms; the exact consent process is in SMS Opt-In & Consent.

11. Cookies and Analytics

The website and MWS Connect may use essential cookies for login, security and session management, and performance or analytics technologies to understand use and improve reliability. Non-essential technologies are not activated until consent is obtained where required.

We use Google Analytics to understand how visitors use this website — which pages are viewed, how people arrive, and which links are followed. Google sets cookies in your browser to do this. We do not use this data to identify individual visitors, and we do not use it for advertising. Analytics runs only after you accept: until you choose, Google Analytics storage is set to denied and no analytics cookies are written. You can change your choice at any time using the “Cookie settings” link in the site footer, and you can also block these cookies through your browser settings or Google’s opt-out add-on without affecting the site.

12. Retention and Disposal

MWS retains personal information only as long as reasonably necessary for the purposes described in this policy, contractual requirements, pharmacy instructions, safety, audit, insurance, dispute resolution and applicable law, with shorter or specifically justified periods for health information, delivery evidence, precise location logs and identification records. When information is no longer required, MWS securely deletes, destroys or de-identifies it, subject to backup cycles and legal holds.

13. Safeguards

MWS uses administrative, technical and physical safeguards proportionate to the sensitivity and volume of information, including role-based access, multi-factor authentication where appropriate, encryption in transit and at rest where supported, confidentiality agreements, workforce training, logging and monitoring, and incident response. No system is completely secure; users must protect account credentials and promptly report suspected unauthorized access.

14. International and Cross-Border Processing

MWS and its service providers may process information in Canada, the United States or other jurisdictions, which may be subject to the laws of that jurisdiction. MWS remains accountable for personal information transferred to service providers and uses contractual or other measures intended to provide a comparable level of protection.

15. Privacy Incidents

MWS maintains procedures to identify, contain, investigate, document and remediate suspected privacy or security incidents, and will notify affected individuals, partners or regulators when required by law or contract.

16. Individual Privacy Rights

Depending on location and applicable law, an individual may request access to, correction of or deletion of personal information, withdraw consent, request portability, or object to certain processing. Requests concerning a pharmacy’s patient record should normally go to the pharmacy or healthcare custodian. Canadian complaints may go to the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario. Virginia and other applicable U.S. state laws entitle verified consumers to access, correction, deletion, portability, opt-out and appeal rights where in scope; MWS does not currently sell or share personal information for cross-context behavioral advertising.

17. Children’s Information

The Services are intended for pharmacies, healthcare organizations, adult delivery recipients, drivers and authorized business users, and are not directed to children. MWS may receive limited information about a minor when needed for an authorized healthcare delivery, relying on the pharmacy, provider or guardian, and does not knowingly use children’s information for targeted advertising.

18. Contact MWS or Make a Request

Privacy Officer, MWS Care Services Inc., 3136 Mavis Road, Mississauga, Ontario L5C 1T9, Canada. Email: info@mwscares.com. Telephone: 866-982-6306. Please describe the request, identify the relevant service or account, and provide enough information for MWS to verify identity and locate the record. Do not send prescription details, government identification or other sensitive information by ordinary email.

19. Changes to this Policy

MWS may update this policy to reflect changes in the Services, technology, law or business practices. The revised policy will show a new "last updated" date. If a change is material, MWS will provide additional notice or obtain consent where required before the change applies.

20. Interpretation

This policy is intended to provide transparency and does not reduce rights or obligations imposed by applicable law, a pharmacy’s privacy notice, a data-processing agreement, a business associate agreement or another binding contract. If there is a conflict, the applicable law or binding agreement controls to the extent of the conflict.

1. About these Terms

These Terms and Conditions govern your use of the Services offered by MWS Care Services Inc., including mwscares.com, MWS Connect and the MWS Delivery Updates text message program. By using the Services, you agree to these Terms; if you do not agree, please do not use the Services. The SMS Messaging Terms form part of these Terms. Pharmacy, healthcare and corporate clients receive delivery services under a separate written agreement, which controls in case of conflict.

2. Who We Are

MWS Care Services Inc. is a pharmacy delivery company located at 3136 Mavis Road, Mississauga, Ontario L5C 1T9, Canada. MWS transports and delivers pharmacy and health-related orders on behalf of pharmacies and healthcare organizations. MWS is not a pharmacy and does not dispense medication or provide medical, pharmaceutical or health advice.

3. Questions About Your Medication

Questions about a prescription, medication, dosage or pharmacy account should be directed to your pharmacy or healthcare provider. In a medical emergency, call 911.

4. Delivery Services

Deliveries are scheduled by the pharmacy or healthcare organization that ordered the service. Delivery windows and tracking information are estimates and may change due to traffic, weather, building access, verification or safety requirements. MWS may require a signature, identification or other verification before releasing an item, and may decline to leave an item unattended where instructions, safety or law require. Items that cannot be delivered are handled per the pharmacy’s instructions.

5. MWS Connect Accounts

Access to MWS Connect is limited to authorized users. You are responsible for keeping credentials confidential, using the Services only for authorized purposes, and promptly reporting suspected unauthorized access to info@mwscares.com. MWS may suspend or revoke access where reasonably necessary to protect the Services, users, recipients or partners.

6. Acceptable Use

You agree not to use the Services unlawfully or in a way that infringes others’ rights; access accounts, data or systems without authorization; interfere with, disrupt, probe or reverse-engineer the Services or introduce malicious code; or provide false or misleading information, or another person’s information without their authority.

7. Privacy

Our collection, use and disclosure of personal information is described in our Privacy Policy, which forms part of these Terms.

8. Intellectual Property

The Services, including the MWS and MWS Connect names, logos, content, software and design, are owned by or licensed to MWS and protected by law. You may not copy, modify, distribute or create derivative works from them except as needed to use the Services as intended or as permitted by MWS in writing.

9. Third-Party Services and Links

The Services may link to or rely on third-party websites and services, such as mapping, sign-in (e.g. Google Sign-In) and messaging providers. MWS is not responsible for third-party content or practices; your use of them may be subject to their own terms and privacy policies.

10. Disclaimers

Website content is provided on an "as is" and "as available" basis. To the extent permitted by law, MWS does not warrant that the Services will be uninterrupted or error-free, or that estimated delivery times will be met. Nothing in these Terms excludes any warranty, condition or right that cannot be excluded under applicable law.

11. Limitation of Liability

To the maximum extent permitted by law, MWS is not liable for any indirect, incidental, special, consequential or punitive damages, or for loss of profits, data or goodwill, arising from your use of the website, MWS Connect or the text message program. Liability relating to delivery services provided to a pharmacy, healthcare or corporate client is governed by MWS’s written agreement with that client.

12. Governing Law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. You agree to the jurisdiction of the courts of Ontario, subject to any mandatory consumer-protection law that applies where you live.

13. Changes to these Terms

MWS may update these Terms. The updated version will be posted on this page with a new "last updated" date. Continued use of the Services after an update means you accept the revised Terms.

14. Contact Us

MWS Care Services Inc., 3136 Mavis Road, Mississauga, Ontario L5C 1T9, Canada · 866-982-6306 · info@mwscares.com

Program

MWS Delivery Updates, operated by MWS Care Services Inc.

What you will receive

Recurring automated, transactional text messages about your pharmacy delivery: when it is scheduled, when the driver is on the way or arriving, when it has been delivered, and when a delivery was attempted or needs to be rescheduled. No marketing or promotional messages, and no medication names or prescription details.

How you opt in

Verbally, through your pharmacy, when your delivery is booked. Pharmacy staff read a consent script and ask whether you would like to receive texts. Opting in is optional and your delivery does not depend on it. You will then receive a text confirming enrollment.

Message frequency

Typically 2 to 4 messages per delivery.

Cost

Message and data rates may apply, depending on your mobile plan. MWS does not charge for these messages.

Opting out

Reply STOP to any message (UNSUBSCRIBE, CANCEL, END and QUIT also work). You will receive one final confirmation message and no further messages will be sent. You may also opt out by telling your pharmacy or contacting MWS.

Opting back in

Reply START, or ask your pharmacy to re-enroll you when booking your next delivery.

Help

Reply HELP for help, or contact MWS at 866-982-6306 or info@mwscares.com.

Carrier disclaimer

Wireless carriers are not liable for delayed or undelivered messages. Message delivery is subject to your carrier’s network coverage and availability.

Opt-in method: verbal consent collected by pharmacy staff

A patient or authorized representative arranges a home delivery with their pharmacy. Before the delivery is booked with MWS, pharmacy staff read the MWS consent script. Staff record the answer in the delivery order — the field is blank by default and set to "Yes" only when the patient clearly says yes. Only orders marked "Yes" receive text messages; patients who say no still receive their delivery as usual. When enrolled, MWS sends an enrollment confirmation text before any delivery updates. STOP replies are processed automatically and honored for all future messages.

Verbal consent script

Pharmacy staff: "MWS Care Services, our delivery partner, can send you automated text messages about this delivery at the mobile number you give us — when it’s scheduled, when the driver is on the way, and when it’s been delivered. Message frequency varies, usually 2 to 4 texts per delivery. Message and data rates may apply. You can reply HELP for help or STOP to opt out at any time. MWS’s Terms and Privacy Policy are at mwscares.com/policy. Would you like to receive these text messages — yes or no?" If the patient says no: "No problem — your delivery will go ahead as usual." The consent field stays blank and no text messages are sent.

Messages we send

Enrollment confirmation, replies to HELP and STOP, and delivery-status samples (scheduled, driver on the way, delivered, attempted) — each ending with "Reply STOP to opt out."

Consent records

For each enrolled recipient, MWS keeps the mobile number, the consent answer, the date and time it was recorded and the pharmacy that collected it, together with any STOP, START or HELP replies. These records are handled under our Privacy Policy and are never shared with third parties for marketing.